The Most Widely Accepted Framework for Researching Service Quality Stems

question 9

Multiple Choice

The most widely accepted framework for researching service quality stems from the premise that a consumer's evaluation of service quality is a function of the ________ of the gap between the customer's expectations of service and the customer's assessment of the service actually delivered.

• A) type and physical characteristics
• B) intangible attributes
• C) extrinsic cues
• D) magnitude and direction
• E) intrinsic cues

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Definitions:

Exemplars

Instances or examples that are typical of a category or concept, used in cognitive processes to classify or identify specific items.

Formal Concepts

Abstract ideas or categories defined by a set of rules or characteristics that objects or individuals must possess to be included in the category.

Prototypes

A cognitive representation of a typical member of a category, used to enhance memory and identification by providing examples that epitomize common features within that category.

Representativeness Heuristic

A thinking strategy based on how closely a new object or situation is judged to resemble or match an existing prototype of that object or situation.